Senior Manager, Customer Operations

Job Summary

The Senior Manager, Customer Operations is responsible for leading the end-to-end customer lifecycle for PricebookPlus and PricebookCore software products, ensuring a seamless experience from onboarding through retention. Reporting to the CEO, this role drives operational excellence across support, training, and customer engagement while partnering cross-functionally with Sales, Development, Data, and Catalog teams. This position plays a key role in improving customer satisfaction, reducing churn, and scaling processes to support continued company growth.

Key Responsibilities

• Lead the PricebookPlus Operations team, overseeing the full customer lifecycle including onboarding, training, support and retention for PricebookPlus and PricebookCore.
• Manage and develop the operations team by establishing KPIs, conducting performance reviews, and driving ongoing coaching and training to ensure strong technical expertise and customer support capabilities.
• Ensure a seamless customer experience by optimizing onboarding processes, maintaining responsive support operations, and implementing proactive retention strategies to reduce churn.
• Build and maintain strong relationships with customers, vendors, data partners, and corporate stakeholders to support long-term engagement and growth.
• Partner cross-functionally with Development, Sales, Data, and Catalog teams to:
  • Communicate customer needs and prioritize product enhancements
  • Manage bug reporting and support feature rollouts
  • Improve system usability and UI/UX
  • Ensure alignment across the sales-to-onboarding pipeline
• Manage relationships with data subscription partners, including API processes, data flow coordination, and issue resolution.
• Leverage customer data and tools to monitor performance, identify trends, and drive data-informed decisions related to engagement and retention.
• Oversee pricing integrations and distributor relationships in coordination with the Pricebook Catalog team, ensuring accuracy and timely resolution of issues.
• Act as a key advocate for customers and internal users, ensuring feedback is incorporated into product development, data structure, and operational improvements.
• Support sales efforts by identifying expansion opportunities during onboarding and support interactions, and participating in industry events, trade shows, and training as needed.
• Facilitate cross-functional training to ensure teams are aligned on product functionality, processes, and customer experience standards.

Qualifications

• 5+ years of experience in customer operations, customer success, or related roles.
• Proven experience leading or managing teams in a SaaS or technology-driven environment.
• Demonstrated success managing customer lifecycle functions including onboarding, support, and retention.
• Experience working cross-functionally with product/development, sales, and data teams.
• Strong experience with KPI development, performance management, and process improvement.
• Experience using customer analytics and engagement tools to drive decision-making.
• Bachelor’s degree in Business, Operations, Technology, or a related field (or equivalent experience).
• Software experience HubSpot and Microsoft 365 required

Skills

• Strategic thinking and management-level decision-making
• Strong leadership and team development capabilities
• Exceptional communication and stakeholder management skills
• Deep customer-centric mindset with a focus on retention and experience
• Technical aptitude and ability to quickly learn complex software systems
• Data analysis and performance optimization
• Problem-solving and process improvement
• Cross-functional collaboration and influence
• Project and program management
• Adaptability in a fast-paced, growth-oriented environment

We Offer:

• Base Salary 
• Remote Work - work from home/work anywhere with national travel opportunities.
• Reimbursement for all travel expenses
• Health Benefits, HSA, 15 days paid vacation / sick leave / holidays, 401K
• Access to cutting-edge tech stack and growth opportunities
• Direct impact on distributor tools and partner experience

Equal Opportunity Employer

Pricebook Digital does not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws. We are an equal-opportunity employer, and we celebrate the diversity that each employee brings to the table. We value the convergence of fresh, unique perspectives and experiences from all walks of life and believe that makes us stronger as a company.

About Pricebook Digital

Pricebook Digital is a  leading Technology/SaaS application provider  to the HVAC industry, providing top-rated sales and pricing products and services.  Our products are used by dealers, distributors and manufacturers across the HVAC industry to sell more efficiently and with better results. We also provide data management services to the industry, and work closely with manufacturers and distributors to expand market reach and improve dealer performance through a unified sales enablement platform.